Common Issues

Parent says they didn't receive the notification

Check the parent's email/phone is correct in the child's profile. Use 'Resend' to send again. Check spam folders for email. SMS may be delayed during peak times.

Cannot create submission - child not appearing

Ensure the child is set to 'Active' status and is registered at your nursery. Inactive children won't appear in dropdown lists.

30-hour code won't verify

Check the code is entered correctly (11 digits). Ensure you're using the parent's NI number, not the child's. The code may have expired - ask parent to reconfirm on gov.uk.

Export file has missing data

Only approved submissions are exported. Check all submissions are in 'Approved' status. Review individual submissions to ensure all required fields are completed.

Parent cannot access their account

Parents can use 'Forgot Password' to reset. If they never received registration details, check email is correct and resend the invitation.

Dropdown lists not working/searching

Try refreshing the page. Clear browser cache if issues persist. Ensure JavaScript is enabled in your browser.